Water leaks can occur unexpectedly and can be very costly to your business. Use our helpful FAQs below to help find out if you have a leak – and what to do about it.
Why are my water bills higher than usual?
If your water bills are becoming more expensive, and you are using more water than usual, this may mean that you have a leak. If this leak is on your premises, you are responsible for finding and repairing it.
How can I find out if I have a leak?
If you think you have a leak, you can follow these simple steps:
Is it my responsibility to fix the leak?
Where your leak is located and identified will determine who is responsible for fixing it. As leaks can occur on pipeworks or fittings, you should read the tables below to identify who is responsible.
Who owns and is responsible for pipework?
TYPE OF PIPE | LAID UNDER | RESPONSIBILITY | |
---|---|---|---|
Water Mains |
Motorway Property owners land Land owned by someone else | Water wholesaler | |
Communication Pipe | Motorway | Water wholesaler | |
Supply pipe serving a single property | Motorway | Property owner | |
Share supply pipe serving more than one property |
Motorway Land owned by any of the property owners served by the pipe Land owned by someone else | Joint responsibility of all property owners supplied by the pipe |
Who owns and is responsible for fittings?
Sometimes leaks will occur directly on fitted assets. Dependant on the exact leak location and assuming no negligence from another party, either the Customer or Wholesaler will be responsible for repairs.
ASSET | LOCATION | RESPONSIBILITY | |
---|---|---|---|
Stop tap including chamber and cover | Motorway | Water wholesaler | |
Stop tap including chamber and cover | Within boundary of eligible premises | Customer (Wholesaler if within 1 meter of boundary) | |
Stop tap including chamber and cover | Inside a building | Customer | |
Water meter including chamber and cover and meter unions | Motorway | Wholesaler | |
Water meter including chamber and cover and meter unions | Within boundary of eligible premises | Wholesaler | |
Water meter and meter unions | Inside a building | Wholesaler |
I have a leak that is my responsibility. What should I do now?
To fix a leak, you can carry out the following simple steps:
Working with our partners, M & S Water Services, we can help pinpoint a leak and carry out any repairs necessary.
Leak Detection, Repair, and AssistanceIf you have a shared water supply, you and the other party who share it are both jointly responsible for ensuring that the leak is fixed.
What if I don’t get the leak repaired?
If you don’t repair the leak, your Water Network Owner has the right to fix the leak under Section 75 of the Water Industry Act 1991 and charge you directly for the repair. You will also be unable to claim for any allowance in most of these situations.
What if the leak is an emergency situation?
If the leak is an emergency, please contact your Water Network Owner. You can find contact details here.
Can I claim back the additional charges on my water bill?
You may be eligible to claim a leak allowance on your water bill, if the following has been met:
Please note:
The quickest way to apply for a leak allowance is through logging into MyAccount portal. Once logged in, Click here to submit your request and track its progress in the portal.
Alternatively, download and complete the attached PDF and upload it with our General Enquiry form here.
If you are a customer in Scotland, you do not need to complete the form. Simply email customersupport@castlewater.co.uk with your contact information and basic details of the leak and we will be in touch to guide you through the leak allowance process.